Shrewsbury PCN
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💬 Would you like to give us feedback?

We welcome feedback about your experience of our services. This helps us understand what we are doing well and where we can improve. If you would like to share comments, suggestions, or compliments, please contact us using this feedback form. Your responses will be treated confidentially and used to improve patient care.

For concerns or issues you wish to raise formally, please see our Complaints section below.

❗ Do you need to make a complaint?

We want to give you the best care every time. But we know things don’t always go as planned. If you tell us about a problem, it helps us improve our services and your experience.

If you’re unhappy with any part of your care, please let us know. Most issues can be sorted out quickly. The easiest way is to speak to a member of staff at the time. All our staff are trained to help with complaints.

Data Protection Complaints

If your complaint concerns the way that Shrewsbury Primary Care Network has managed your personal information (data), please contact us using this form or email stw.shrewsburyhealthhub@nhs.net. You can also speak to Reception staff at The Health Hub.

Complaints about Primary Care Network services

If you feel after an appointment or contact you would like to complain about a service provided by Shrewsbury Primary Care Network (PCN), you should raise it with your own GP practice who will manage the complaint working in close collaboration with us follow the NHS complaints process.

If you do not want to speak to a member of practice staff, then you can request that NHS Shropshire, Telford and Wrekin ICB investigates your complaint. They will contact your GP Practice and the PCN on your behalf. Contact details:

NHS Shropshire Telford and Wrekin Patient Services Team:

  • Telephone: 01952 580407
  • E-mail: stw.patientservices@nhs.net
  • Write to: NHS Shropshire, Telford and Wrekin Patient Services, Wellington Civic Offices, Larkin Way, Tan Bank, Wellington, Telford, TF1 1LX.

A complaint can be made either verbally or in writing.

Time frames for complaints

You have 12 months to make a complaint. This is either from the date the issue happened or from the date you first realised there was a problem.

We aim to investigate your complaint and provide you with the findings as soon as we can, usually within 10 working days.

We keep all complaints private. Any documents are stored separately from your medical record.

Advocacy support

Further action

If you are dissatisfied with the response from either the organisation or the ICB then the next step is to escalate the complaint to the Parliamentary and Health Service Ombudsman (PHSO). You can find out more here: https://www.ombudsman.org.uk/making-complaint.